Technical Support Analyst (Spanish Speaker)

Overview

Technical Support Analyst (Spanish Speaker) role at DigiCert in Cape Town. The primary point of contact for customers, partnering with product, engineering and marketing teams to resolve issues and set customers up for success. The team emphasizes high energy, deep technical skills and a drive to get things done.

Job summary

We are seeking a Technical Support Analyst with business proficiency in Spanish to join our Technical Support team in Cape Town. You will be the main point of contact for our customers and will collaborate with cross-functional teams to address issues and drive improvements.

What you will do

• Deliver world-class customer service to resolve customer concerns and retain customers
• Build successful long-term relationships with external clients to ensure customer loyalty
• Partner with technical support engineers to resolve issues reported by customers
• Engage with internal and external customers via support tickets, email, phone, and chat
• Receive inbound customer emails or calls and place outbound follow-up emails or calls during scheduled hours to provide a delightful customer experience
• Achieve productivity related targets including support tickets processed, average response time, and average time to close
• Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles
• Gather accurate information and document customer issues in our CRM tool
• Remain up to date with all aspects of the SSL certificate products to meet customer needs

What you will have

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Note : This description retains job-relevant information and removes extraneous boilerplate from the original text.

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